Alexis was very helpful in helping me pick out my fiancés engagement ring. She made the experience fun and knowledgable.

Kay Jewelers does not honor their warenty. After 20 years of getting a new watch battery with the Life Time battery warenty, the Lynchburg Kay Jewelers said they couldn't change the battery they had to send it out. After waiting a month for watch to come back they told me they would be able to change battery because the watch was broken and the no longer have parts for it. However they couldn't tell me what exactly was wrong with it. After being badly treated by the Manager. I left went down the hall to Zales who changed the battery set the time and cleaned the watch. Works just fine. Customer Service at Kay is also a joke you can't get a live person. 2 hours on hold no one picked up. They say you can text with a live person that is a lie it's a computer that can not help you. Please don't shop at Kay Jewelers. read more

This store has very, very bad customer service and it seems to stem from the district manager and down. My rings were initially bought in Florida from a Jared. I am new to the Lynchburg area and moved here so my husband could attend Liberty's med school. When I knew that I would be moving I consulted the local Jared about what I would do when I moved since there is not a Jared in Lynchburg. They told me that I could get them inspected at their sister store, Kay, but any repairs would have to be done through Jared. Fair enough, I've had my rings inspected at a Kay before when the Jared computers were down. When my inspection month came around I went to this Kay. They told me that they cannot inspect my rings and that I would have to go to the Jared in Charlottesville - a 1.25 hour drive from my house. I work two jobs and cannot spare driving this so I called Jared customer service about my options. When I told the customer service rep what the Kay employee told me, she laughed. She assured me that Kay absolutely can inspect my rings and log them in the computer since they are sister companies. Jared also told me they would call the store to tell them that they need to inspect my rings. Two weeks later, I find the time to go back. I get there right as they open and the store manager is there. Good! She was all nice and willing to help me, until I pull out my packet filled with all the information about my rings from Jared. She told me she could not inspect them - a rule made by their district manager and that I would have to drive to Charlottesville. "It's a beautiful 45 min drive," she kept insisting (it's not 45 min). I told her that I was going to leave and call customer service, which I did. Again, this Jared rep just laughed on and on about how they were telling me they can't inspect them - cause they can. The Jared rep called the store and talked to the manager and finally convinced them to inspect my rings while I was there. Then, the Jared rep was going to call the district manager and notify them that they can't refuse to inspect rings. So, on instruction of the Jared rep, I returned to the store. The manager was nowhere to be found. The employee saw me and told me he was instructed to just do a handwritten receipt of inspection. He took my rings, cleaned them took a piece of receipt paper and wrote down the day, type of rings and that they were "inspected." He never even took out a magnifying glass to check my diamond. This sounded strange to me. I leave and call back Jared. Told her all I have is a piece of receipt paper with handwriting on it that it was inspected. This time, she was flustered, and rightfully so. She called back the Kay store and asked why my inspection was not logged into the computer system. The Jared rep remained on the phone with the store manager until my inspection was correctly logged into the system. The Jared rep made sure she could see it from her end, then printed my inspection papers and mailed them to me. Five stars to the Jared rep for dealing with this matter. This then opened a case that has apparently been used as a training opportunity and should not happen again. At least that is the voicemail I received from a Kay customer service representative. We will see how this fairs at my next inspection. One last thing to note: This is one of the few jewelry stores in Lynchburg where there are thousands of Liberty students with the "ring by spring" mindset. This means your customer service should be much better. I honestly believe these inspections are set up to get people in the store a couple times a year to show them the sparkly new things and entice them to buy something. Wouldn't you like if these sales went to your store instead of your sister store? I would! So, offer the inspection - don't make people drive and provide excellent service so when they want to buy some new bling, they drive 20 minutes to your store instead of the store 1.25 hours away! read more

Brought in jewelry to get repaired. Original cost was 199. They sent it back and it was all wrong. Asked them to double check the price, they confirmed and sent it back to be repaired. Called me a few days later to say the additional cost was going to be 500 more. Poor customer service. Did nothing to make it right. I took the jewelry to a different repair shop and they made it right. Haven't shopped there in 30 years and I'm glad I didn't. Will never go there again. read more